Superyacht Stewardess

The People Behind The Smiles

The Stewardess Bible Interviews Superyacht Stewardesses & Industry Professionals.

Full of great advice, helpful hints, and how they managed to achieve success in the superyact industry.

Ellen & Laureth Holistic Hospitality

Holistic Hospitality

In a time when it is no longer possible to ignore the needs of our planet, The Stewardess Bible takes this opportunity to speak with Holistic Hospitality. These ex-Superyacht stewardesses make it their business to deliver luxury products to the client without the expense to the environment.

Superyacht Chief Stewardess

Kyla Taylor

Superyacht Chief Stewardess & Purser
This experienced chief stewardess gives a  candid interview  about life on the high seas.

superyacht stewardess

Annick SuplicySuperyacht Stewardess

What do you enjoy most about your job? The unique combination of a hospitality job that allows me to move a lot and meet new places and people around the world.

 

From Stewardess to Entrepreneur

Vanya Chubatarova
Founder Dock Job Crew

Angela Orecchio
Super Yacht Styewardess

Super Yacht Stewardess Alexandra Jones

What inspires you? Seeing people bring pride and passion into their work and inspiring others. Knowing that I have brightened up someone’s day, whether it was just to smile or having created something really special for them.

Chief Stewardess

Sonja Scharmann

Ex-Superyacht Chief Stewardess & Mate
Founder of Aurealis Jewellery

I came to realise, it’s not success in one field that makes you happy, but loving your life and keep setting new challenges.
– Sonja Scharmann

Yacht Stewardess

Esther BusuttilSole Super Yacht Stewardess

This beautiful, hard working super yacht stewardess from the tiny island of Malta, brings a warmth and gentleness that is sure to warm your heart.

Amy Dawes - Yacht Stewardess

Amy DawesSuper Yacht Stewardess

I love spending time in the sun, travelling, running, yoga and eating…This could be why I like working on yachts so much.

 

 

Chief Stewardess Joyce Joens

Joyce JoensChief Stewardess

Make a plan, stick to it, network and do what makes you truly happy. Then success will find you!

 

Julia Edgley

Julia Edgley:  Homeopath Antibes
I believe that natural alternative and conventional medicine can work together for the benefit of the public’s health and well-being. Options should be available so the patients can choose what treatment they would prefer for their own health

Ruth Laver

Ruth LaverSuper Yacht Chief Stewardess &  Founder of  Super Yacht Luxury.

It has been a challenging transition moving from life on-board to being land based. So I used a life coach, Jamie Hill, to assist, support and inspire me through this huge change.

 

The Crew Coach

The Crew Coach CV: The Crew Coach
Personal development – confidence – self belief – focus – vision – clarity – goals – direction – strategy – action planning – taking steps – make it happen!

Superyacht Stewardess

Hannah Griffiths

Junior Superyacht Stewardess
Is it a hard industry to get into? It depends on your attitude. If are positive and active about getting a job it will be easy, but if you think that you should have a job that earns you millions, on the best yacht in port without having to work that hard, it will be hard.

An interview with Superyacht Nanny Arielle Maia

Arielle Maia: Superyacht Nanny

If you were to look up wanderlust in the dictionary there would be a picture of this gorgeous little mermaid

Superyacht Chief Stewardess

Katija KipreChief Stewardess

This beautiful Chief Stewardess has a passion for travel, with a healthy dose of experience to back up her yachting career.

 

Super Yacht Stewardess Katie Wilter

Katie Wilter: Super Yacht Stewardess

Stay positive, stick it out as it takes a while to get into the industry and, most of all, follow your instinct!

super yacht chief stewardess

Sarah BigbeChief Stewardess

My biggest accomplishment is definitely becoming Chief Stew in such a short amount of time. I joined my yacht in October last year as second stew and have just recently been promoted to Chief Stew.

 

 

Timely Support

Innovative Ideas

Advanced Technology

Clear Communication

Recent Blog Posts

Learn from the top thought leaders in the industry.

How to set up a luxury dinner on the beach

The world looks so different when your toes are in the sand

 

As a Superyacht stewardess, providing excellence in service is just what you do and providing a luxury dining experience on the sand is one way, which will create lasting memories for your guests.

Your guests are probably used to dining in luxury so it is your job to provide them with beautiful experiences, something that they just can't do at home.

Before you start gathering everything you need, consider what you want from the dining experience for your guests. It could be the sight of the sun setting on the horizon, the evening breeze, or the view of stars and the moon late in the night.

Having the best possible moment for your guests in mind will help you find the perfect location. This could range from the sandy stretches with a graceful touch, to rocky ocean shores and to a place where the last rays of the sun are most visible as they disappear into the horizon.

The logistics of setting up a luxury dinner on the beach from a yacht can be a little bit of a challenge. However,  remember you are professional superyacht crew, and making magical moments for your guests comes naturally to you.

You will need to consider the following items when planning this dinner.

Lighting:

Lighting is an essential factor because you will not have a power source. Candles, hurricane lamps and tiki lamps are a great way to add ambience and practical lighting to this remote area.

Dinner candles are selected depending on your preferences. The most common candle styles include those that are 100% beeswax, bayberry tapers, colonettes, dollars, tapers and Aristas.

The candles could be patterned, coloured, and preferably non-scented (you don't want this messing with the delicious menu that the chef has prepared). 

Other essential factors included when setting candles are holders and warmers. Choose your most preferred warmer from a list of Aurora pewter, hurricane black, hurricane oil, hurricane rustic brown and the brushed bronze.

The Furniture:

This is a tricky one because you will need somewhere to store this furniture. And as we all know, space on a superyacht is a precious commodity. Therefore, the obvious statement here to make is that the furniture must be able to fold away.

The chairs should be strong, firm to the ground, padded to improve comfort, meticulously neat, heroically arranged and not make screeching sounds due to movements. great choices when purchasing the furniture would be a royal palm beach solid wood chair, Moseley, fine view, parsons, Caravella, Chastain side chair or Aubrey.

Attractive chairs welcome you to the table and make the mealtimes more inviting the above image clearly demonstrates this point nicely.

The dinner tables should be stable to the ground and large enough to accommodate your guest's needs comfortably. Linen should cover the entire table and add to the attractiveness of it. The colours and patterns of the soft material should blend perfectly.

The menu:

Your chef is probably very good at what she/he does. However, the challenge here will be to create a menu that is up to standard, but with limited resources. I mean the tender runs back and forth to the yacht's galley would be a real mood killer.

Therefore the foods, drinks and music should blend excellently with the location and as best you can with the resources that you have available to you.

The crew:

You are going to have to ask the deck department to help you with achieving a luxury dinner on the beach. First, you may need them to scout out a super romantic location. You will also need them to help you to carry all of the items your need ashore. Moreover, finally, you will need help setting up this romantic dinner.

Set the service tables away from the guests, make sure you have adequate lighting and make sure the chef has as much help as possible.

The crew demonstrate a  degree of confidence, maintain physical and verbal neatness, be attentive, fast acting and approachable. Lastly, A sparkling smile and a sharp eye will help you gauge the right level of service for this unique location.

The sand may brush off and the salt may wash away, but the memories will last forever.

A luxurious dinner on the beach

Image via Strada

 

 

Kylie O'Brien
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Kylie O'Brien

Author, Writer & Founder at The Stewardess Bible
Kylie is an Ex - Superyacht Chief Stewardess, and Hotel Manager from Sydney, Australia. Passionate about sharing information, you can find her typing up a storm in her small home office, or breathing in the cool wind off the North Sea, in Zeeland, Netherlands.
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Bamford Geranium Collection Review

What goes on the body is as important as what we put inside.

- Carole Bamford

Superyacht toiletries

It’s been a long time since I wrote a product review, but last month the good people at MH Boutique sent me these glorious Bamford products to review.

I would also like to state that I was not paid for this review, and all opinions of the products which I reviewed are solely mine.

I was sent a broad range of the Geranium collection to review, and I was not disappointed.

Here is what Bamford had to say about the collection:

Herbaceous heart notes of Egyptian Geranium and twin lavenders, with spicy vanilla hints of Tonka, lifted by peppermint and blue gum eucalyptus. Uplifts mood and promotes inner harmony.

 

Superyacht

These products have been made with naturally sourced and certified organic ingredients that nourish and re-energise body and soul.

The range is also certified by the soil association which means that the ingredients are organic and are free from parabens artificial colourings, mineral oils and synthetic fragrances.

This is great news for me as I fall into the 35-45-year-old age group. My skin is super sensitive, dry and damage from years spent on yachts and in the sun.

I always struggle to find products which will do what they say, and quite often I find myself with a red, painful rash after using products which claim to be safe for sensitive skin.

I was a little apprehensive about trying new products for this reason, however, with the Bamford body range I was happily surprised.

 

We are dedicated to protecting the wellbeing of both our planet and the people we touch. 

- Carole Bamford

Superyacht stewardess

I received the Bamfod hotel amenities in a white muslin bag. The products themselves will sit handsomely in in Superyacht cabin. The products are available in 50ml and 100ml sizes.

The soaps were mild and the body lotion was a moisture rich, without feeling greasy.

The Botanic pillow mist and the body splash have the most inviting fragrances, without being overbearing and the heart shaped soap and the rosemary candle are simply divine.

For more information on the Bamford hotel amenities, please contact: MH Boutique.

If I tried to find any negative elements to these products, then I would have to say the fragrance. At first, I thought the aroma, was a little overbearing when I open the box, as I was hit with a gush of delicious geranium smells, which could possibly be too much in a guests cabin.

That said,  the fragrances are organic, they don’t smell artificial and it does uplift you… so In my opinion its not such a big deal.

The last point that I would like to mention again is that Bamford is a certified member of the soil association which just makes my heart sing.  Below is a little excerpt taken from their website, which explain what they do:

The Soil Association, its standards and activities, and the practice of organic farmers are all based on a set of internationally recognised principles. These principles are the roots from which organic agriculture grows and develops. They express the contribution that organic agriculture can make to the world, and a vision to improve all agriculture in a global context.

Agriculture is one of humankind's most basic activities because all people need to nourish themselves daily. History, culture and community values are embedded in agriculture.

The principles apply to agriculture in the broadest sense, including the way people tend soils, water, plants and animals in order to produce, prepare and distribute food and other goods. They concern the way people interact with living landscapes, relate to one another and shape the legacy of future generations.You can read more here: www.soilassociation.org

In conclusion, the Bamford products are truly wonderful.  I am super impressed with their philosophy, and staying true to their mission statement:

Bamford is a way of life. We create beautiful clothing and body & Skincare products that are natural and artisan made.

 

 

To place an order or for more information, please contact the helpful people at 

MH Moncadahispania Boutique.

Phone: +354 971 684 055

Email: info@Moncadahispania.com

Visit: Moncadahispania.com

Kylie O'Brien
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Kylie O'Brien

Author, Writer & Founder at The Stewardess Bible
Kylie is an Ex - Superyacht Chief Stewardess, and Hotel Manager from Sydney, Australia. Passionate about sharing information, you can find her typing up a storm in her small home office, or breathing in the cool wind off the North Sea, in Zeeland, Netherlands.
Kylie O'Brien
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Cocktail Ingredient – Glossary

“Always do sober what you said you’d do drunk. That will teach you to keep your mouth shut.”

~ Ernest Hemingway

The Stewardess Bible has enjoyed putting this glossary together for your convenience. However, it is by no ways complete as there are so many cocktails and ingredients which can be added to this comprehensive list.

We hope that these few pointers will help you on your way to becoming the cocktail goddess/god that youth always dreamed of becoming.

New Years Eve Party Ideas

Amaretto: An Almond flavoured Italian Liqueur.

Angostura Bitters: Is a rum based liqueur made from herbs and spices.

Anisette: Is a sweet liquorice liqueur.

Aperitif: Is a before-dinner drink that stimulates the appetite.

Applejack: A brandy distilled from hard fermented apples.

Aquavit: A Scandinavian liquor made from potatoes

Armagnac: A French Cognac

Bacardi: A light rum distilled from molasses or sugar cane

Bailey’s Irish Cream: A blend of whiskey, cream, sugar & cocoa.

Benedictine: A sweet cognac based liqueur

Bitters: Is a spirit produced from herbs, roots and plants.

Blue Curaçao: A sweet blue liqueur made from the dried peel of bitter oranges.

Bourbon: An American whiskey made from corn, rye, wheat, malted barley or malted rye grain.

Brandy: A liquor distilled from fermented fruit juice.

Calvados: An apple brandy.

Campari: A bitter Italian aperitif.

Capuli: Similar to a European cherry.

Cassis: Blackberry Liqueur from France.

Celery Salt: A blend of celery seed & Salt.

Champagne: A sparkling wine from the Champagne region in France.

Cider: An apple flavoured sparkling drink made from fermented apples.

Cognac: A French brandy, distilled from white wine.

Cointreau: A clear brandy liqueur made from the peel of oranges.

Cream of Coconut: A sweet, thick liquid made from fresh coconut, sugar and stabilizers.

Crème’ de Cacao: A sweet coffee and vanilla flavoured liqueur.

Crème ’de Menthe: A sweet peppermint flavoured liqueur.

Curacao: An orange flavoured liqueur.

Eau de Vie: A French young Brandy.

Egg Nog: Cocktails that use raw egg.

Everclear: A 95% pure grain alcohol.

Heavy Cream: A type of cream which is high in butterfat.

High Ball: Is a tall glass used to serve long drinks in.

Fernet Branca: A bitter Italian Liquor made from macerating over 40 herbs.

Framboise: Raspberry champagne like drink.

Frappe’:  A drink served with blended Ice.

Galliano: A sweet Italian liqueur, made from anise, herbs & vanilla.

Gin:  A clear spirit made distilled from corn, barley & rye.

Ginger Ale: A carbonated soft drink.

Grand Mariner: An Orange flavoured liqueur made from blended cognac, orange peels & vanilla.

Grappa: Is a pomace wine. Made with left over material, such as grape stems, seeds, & skin. It is very strong.

Grenadine: A strong red syrup made from pomegranates and red currants.

Guarana’: Is a tropical plant from Venezuela & Brazil.

Half & Half: A mixture of half cream & half milk.

Kahlua: A rich dark brown coffee liqueur.

Kirschwasser: A cherry flavoured liqueur distilled from cherries.

Kummel: A colourless liqueur made from caraway seed, fennel and cumin.

La Ina Sherry: A light fino sherry

Lager: A drink made by the slow fermentation of yeast at a low temperature.

Lillet: A type of wine from the Bordeaux region, France drunk as an aperitif.

Limoncello: Is a popular Italian lemon liqueur.

Mad Dog: Is a fortified wine.

Mandarine Napoleon: Is a Belgian orange flavoured liqueur.

Maraschino: Italian cherry liqueur.

Madeira: Is a Portuguese superior sherry.

Malibu: Is a popular coconut flavoured rum.

Maraschino Cherry:  Is a sugar syrup coated cherry.

Mari Mayans Absinthe: Is a strong absinthe

Midori: Is a Japanese melon liqueur.

Noilly Prat: Is a brand of vermouth from France.

Nutmeg: Is a strong traditional spice, from the Myristica tree.

Passoa: A red liqueur made from passion fruit juice and citrus.

Pastis: Is an anise-flavoured liqueur and aperitif from France.

Pepper: A spice from the pepper plant.

Pernod: A liquorice flavoured liqueur.

Pimento: Is a sweet, spicy herbal liqueur.

Port: Is a fortified wine, there are many flavours and ages available.

Prosecco: Is an Italian sparkling wine.

Punch: Assorted drinks, usually containing fruit juice.

Pusser’s Rum: Is a blend of rum made out of the world’s finest rums.

Quinquina: Is a French aperitif.

Raki Liqueur: Is a strong Turkish Liqueur made from anise and raisins.

Rum: Is a golden or dark distilled liquor made from sugar cane or molasses.

Rumple Minze: A strong peppermint- flavoured German schnapps.

Rye Whiskey: A whiskey distilled from fermented Rye.

Schnapps: Schnapps is a type of distilled spirit that is typically higher proof and less sweet than liqueurs and available in a variety of flavours.

Smash: Smash: Smashes are drinks of mint, sugar, and a base spirit. A classic smash is similar to a julep, but simpler.

Tabasco: Spicy American sauce, made from vinegar soaked red Spanish peppers and other herbs.

Toddy: A toddy is a hot-water based cocktail, usually spiced. The word originally comes from the sap of an Indian palm tree, which was fermented into an alcoholic beverage.

VS: Indication of the age of Cognac, Armagnac and Calvados. This quality, more mainstream than the VSOP or the XO is most commonly used in cocktails.

Williams: A type of pear, which is used in the wonderful tasting Poire Williams brandy.

Worcester sauce: A powerful emulsion of extracts of meat, molasses, anchovies, garlic and spring onions. Used to enhance the taste in many cocktails.

Xeres or sherry: From Spain originating wines, of which the fermentation is stopped by adding spirits. There are many kinds, from dry (fino, Amontillado, manzanila) too sweet (oloroso, amoroso).

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Kylie O'Brien
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Kylie O'Brien

Author, Writer & Founder at The Stewardess Bible
Kylie is an Ex - Superyacht Chief Stewardess, and Hotel Manager from Sydney, Australia. Passionate about sharing information, you can find her typing up a storm in her small home office, or breathing in the cool wind off the North Sea, in Zeeland, Netherlands.
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How to Write a Good Letter of Recommendation

Build Your Reputation One Step at a Time!

 

The Responsibilities of Managing a Team

As the chief stewardess, you will be responsible for many duties on a daily basis, and managing your team is  no exception.

Searching for the right candidates, training and development of the interior team is a time consuming task and it requires a lot of patience and interpersonal skills.

Equally, it also takes time to find suitable replacement should a team member decide to leave. 

Writing a good letter of recommendation, shouldn't be something  that you do lightly. You should look at the departing crew members strengths, weaknesses and areas of great contribution.

Below are a few simple guidelines to help you as the department head to write a good letter of recommendation, or a letter of service, should you feel that the departing crew member fall below your standard of service and or expectations.

You can find more information on this subject along with example letters in the soon to be released The Chief Stewardess Bible.

A letter of recommendation also known as a reference letter is a formal document which requires a lot of thought and consideration. Generally speaking the letter should be 12 point font in an easy to read business font such as:

  • Arial
  • Time New Roman
  • Garamond

Further the letter should be printed on a letterhead and the stamped with the yachts official stamp next to your signature.

As a chief stewardess or interior manager, you will/may be required to write a letter of recommendation for your departing interior crew member. This is a very important skill to master as it, as the crew member leaving will rely on it to gain future employment.

You can see online there are many variations in the layout of a good letter of recommendation, but below is a good place to start.

To begin the letter you should always start off by stating the facts, things like:

  • Full name of crew member whom you are writing the letter for
  • Duration of service on board, including dates
  • The position or title held

The second paragraph is designed to highlight their skills, education and positive attributes:

  • Excellent communication skills
  • Holds a diploma/bachelor in….
  • Superb time management skills

The third paragraph focuses on positive personal attributes such as:

  • Is a team player
  • Has a bubbly personality
  • Has a warm personality and is easy to get along with

Close your letter on a positive note and give your contact details. Always finish with yours sincerely, or yours faithfully.

A letter of service
Now consider the crew member whom you are writing the letter for, had a bad record service on board and you had to let them go. Clearly this letter will not be a glowing letter of recommendation, however you still need to be professional and maintain a balanced outlook on the person.

The crew member may have performed badly for many reasons, this is not for you to analyse as you have already made the decision to let them go, rather you need to focus on their strengths (remember… everyone has both strengths and weaknesses).

The format to use is as above with an example letter below. The things to remember here is to just state the facts. This should never be a personal vendetta against the person, however, if you cannot possibly recommend them or write a simple letter of service, then ask the chief officer or the captain to write a letter of service, (its ok to do this we are all human at the end of the day).

Lastly, if you feel so negative about the person then simply write the letter of service, end it on a positive note, i.e., I wish her/him well, but do not include your contact details at the end.

You need to be able to stand by what you write, and if you write just a letter of service, then chances are that it hasn’t gone well on board, therefore you do not want to “run off with your mouth” with a verbal reference check!

 

Sample letter of recommendation

[Insert Yacht Letter Head]

 

[Yacht Name]

 

[Current location]

 

[Date]

 

To whom it may concern;

I had the pleasure to employ and work with [insert full name] from [insert date] until [insert date]. She/ he was employed on a permanent basis in the capacity of [insert position].

[Insert yacht name] is a [insert size and type of yacht] which is [insert private or charter yacht], which spends her time between the Mediterranean and the Caribbean seas. [Include more details about the yacht, i.e., busy with children, back to back charters or demanding owner’s etc.].

[Insert name] was an excellent asset to have on-board. She/he holds an advanced diploma in Hotel Management, and is clear to see these skills displayed with her/his superb hospitality and people skills. Her true strengths are in managing her time and quality of work.

She/he joins us with short notice and adapted immediately to the crew and her working environment. [Insert name] has a pleasant personality and is a team player, this made her popular with the crew and guests alike.

We are very sorry to see her/him leave, but I know that [insert name] will compliment any yacht that is fortunate enough to acquire her/his excellent services. {You can also add why she/he is leaving here}

I highly recommend [insert name], and I wish her/him well with future endeavours.

Should you have any further questions regarding [insert name], please do not hesitate to contact me [insert telephone number, email address or both].

Yours sincerely

[Insert your name and position] {Insert yacht stamp and have the Captain sign it}

Sample letter of service

[Insert Yacht Letter head]

 

[Yacht Name]

 

[Current location]

 

[Date]

 

To whom it may concern;

[Insert name] joined [insert yacht name] from [insert date] until [insert date]. She/ he was employed on a permanent basis in the capacity of [insert position].

[Insert yacht name] is a [insert size and type of yacht] which is [insert private or charter yacht], which spends her time between the Mediterranean and the Caribbean seas. [Include more details about the yacht, i.e., busy with children, back to back charters or demanding owner’s etc.].

[Insert name] holds an advanced diploma in Hotel Management, and is clear to see these skills displayed with her/his superb hospitality and people skills. Her true strengths are in managing her time and quality of work.

If the crew member does not hold formal qualifications, then simply state their duties which they performed; i.e.

[Insert name] performed the following duties to a satisfactory/ good level

Housekeeping, service, floral arrangement, laundry etc.

I wish [insert name] all the best with future endeavours.

Yours sincerely

[Insert your name and position] {Insert yacht stamp and have the Captain sign it}

Kylie O'Brien
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Kylie O'Brien

Author, Writer & Founder at The Stewardess Bible
Kylie is an Ex - Superyacht Chief Stewardess, and Hotel Manager from Sydney, Australia. Passionate about sharing information, you can find her typing up a storm in her small home office, or breathing in the cool wind off the North Sea, in Zeeland, Netherlands.
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Conflict Resolution

Conflict Cannot  Continued Without Your Participation.

Conflict Resolution

More than any other business, the Superyacht industry markets itself to the individualized needs of their clients. It is one of the few industries that are attuned to adequate customer experience, which determines how well a particular yacht adapts and survives the formidable guests.

While most superyachts focus on providing extraordinary getaways for their guests, there will be a few guest expressing grave dissatisfaction. Sometimes it is even tempting to write off such people, but it has never been good for the yacht especially if it is in the charter business.

As such, conflict resolution as a hotel manager/chief stewardess is one of the tricks that will bridge this dangerous gap. It is not all about having excellent management skills, but having a rather good plan and some background training on how to resolve conflicts in the workplace.

Some of the strategies to employ include:

Conflict Resolution

Staying calm

By the time an issue goes to the status of a conflict, the guest is already agitated. In any case, customers don’t have the habit of complaining unless they feel compelled to.

If an issue is negligible, they will go about their business without minding some of the trivial matters. To the extent of reporting an issue, however, if a guest has reacted emotionally to the situation, and this can be dangerous because emotions drive people out of control.

Moreover, when a client approaches an employee with raged emotions, the employee is also likely to respond defensively, which exacerbates the issue at hand.

Before reacting in any manner, therefore, it is important to stay calm as you contemplate the matter. Staying collected is something inevitable, especially in a large hotel where you are selling customer satisfaction.

The first response will determine if and how well the conflict will be resolved. A calm approach is more likely to resolve the conflict, but be careful not to appear as if you are taking the matter trivially. Express some concern, but in a calm manner.

 Listening is key

Employees will tend to shut down an upset guest, which further aggravates the situation. As a manager, however, all you have to do is listen.

Some clients will have issues in their lives which they extend to various environments, and the best they need is someone to listen to them. In any case, a customer is justified for his or her feelings because they are paying to get the best. As a manager, you perhaps understand why superyachts are grouped in the hospitality industry.

Leave your frame of reference and enter the guest’s. Pride is counterproductive in such a situation, so listen and validate the guests’ issues such that they don’t stay in the heightened emotional state.

Find out the facts

Whereas listening to the guest is very crucial, taking their word as the absolute truth is a desperate show of partial blindness and absence of leadership skills. Remember, you also need the crew to realize the customer satisfaction goals. Get factual information by asking calm and open-ended questions which elicit more information.

Sometimes it may require additional information before the conflict is fully settled. Talk to relevant parties regarding the situation. These could be other crew  or other guests, who will help you find out where the problem is. With factual information, you will then find a probable course of action that is just to the guest and crew alike.

Enlist different sources of help

Sitting in a management position does not mean that you take every professional burden as your own. Different crew have different capabilities in handling particular situations.

Delegative leadership is sometimes recommended, so seek help when there is a need. In case a guest has been upset by one or more of the crew, you can opt to call in some help from other management figures.

Sit and find out whether it is more rational to involve the crew in question. While it is bound to aggravate the situation in most cases, sometimes the best thing to do is to talk to all the parties involved before a conflict is fully settled. If you must involve an outside party to resolve the matter, it is worth your time and energy.

Conflict resolution gurus are sometimes called in to educate employees on strategies for solving conflicts within the workplace.

Brainstorm possible solutions and negotiate a way out

Once you have gathered all the background information regarding a particular conflict, the next quick step is to stop the issue and give it a lasting solution before it ruins the reputation of the charter yacht. It pays well when the people involved put a fair contribution to the generation of a lasting solution.

As a manager, you must be open to all ideas generated and remain keen to note whether there is absolute objectivity. Whereas the guests are mostly right, you must not necessarily tolerate it if he or she has personal issues against particular employees.

To the point of resolving the conflict, all parties must understand the position taken. If it involves the management, you should be open to receive whatever resolution that will be reached.

If your position is bound to affect the outcome of the process, it is more reasonable to involve other parties. A win-win situation works to the satisfaction of both parties, so be keen not to please one person while offending the other.

 Make a follow-up

Once the issue has been settled and the guest has left, a number of yachts  tend to leave the confrontation at that. However, this is not healthy because a guest may choose to leave not because he or she is pleased with the solution but because he has seen it wise to let the matter rest. To prevent such dissatisfaction from spilling over, make a follow-up by keeping contact with the guest.

People feel valued when you personally follow them up to know how satisfied they feel.

Review the issue

It is very easy for a charter yacht  to assume that all irate guests are acting irrationally. Upon a closer look, the guest may have been right in complaining about a particular meal, service or crew memeber.

This is not to imply that all complaints are valid, but it should provide some insight into different customer experiences. Use the opportunity to review the issue once the guest is gone and determine whether there are any changes which can be done to improve guest  satisfaction.

In summary, different guests may have various complaints regarding the yacht hotel services, but they can all be resolved to the satisfaction of both parties when the management is purposefully and fully prepared.

As you can see this article has just scratched the surface on this topic. Follow some of these proven tips and interior yacht management will be ABC easy for you.

I hope you found this article helpful. As always I wish you safe travels and calm seas.

A quick note from Kylie.

This article has been written from the perspective of a hotel manager/Interior manager on board a charter super yacht.

Please refer to: The Super Yacht Stewardess & Conflict Management, for a broad  overview on this subject.

Another article will follow for conflict resolution within the crew.

As always, if you are experiencing a challenging situation on board and need some advice, just email admin@stewardessbible.com and I will get back to you as soon as possible.

Kylie O'Brien
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Kylie O'Brien

Author, Writer & Founder at The Stewardess Bible
Kylie is an Ex - Superyacht Chief Stewardess, and Hotel Manager from Sydney, Australia. Passionate about sharing information, you can find her typing up a storm in her small home office, or breathing in the cool wind off the North Sea, in Zeeland, Netherlands.
Kylie O'Brien
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Ex-Superyacht Stewardesses Take A Holistic Approach to Hospitality

We are living on this planet as if we had another one to go to. - Terri Swearingen

In a time when it is no longer possible to ignore the needs of our planet, The Stewardess Bible takes this opportunity to speak with Holistic Hospitality. These ex-Superyacht stewardesses make it their business to deliver luxury products to the client without the expense to the environment.

Holistic Hospitality

 

Luxury and green integrity can go hand in hand.- Holistic Hospitality

Where do you come from?

Ellen was born in The Netherlands and currently lives in Pringle Bay, South Africa and Laureth is South African but currently living in Australia.

What do you do in your spare time?

We both enjoy spending time with family, walking on the beach, hiking, reading, having fun with friends.

Ellen occasionally works for a European PR company and enjoys exploring Western Cape's beautiful surroundings with their (organic, biodynamic) wine farms.

Laureth is a keen diver and campaigns for ocean conservation in her spare moments.

What makes you laugh?

It doesn't take much to make us laugh...friends, funny stories, people, our animals... There always is a reason to laugh or smile.

What would you like to be doing five years from now?

Ideally, we would love to sail around the world, working away on our long term dream of ensuring Holistic Hospitality becomes the "go to" for all earth friendly, zero harm products used on super yachts.

Where would be your favourite holiday destination and why?

Ellen: Fiji, I love the South Pacific and ‘island life’, would definitely soak up the Polynesian culture.

Laureth: Next on my wishlist is Palau for some diving bliss...

What inspires you?

Ellen: People that care and make a difference, in many ways, it always humbles me.

Laureth: Finding solutions to seemingly impossible problems.

How long have you worked in/with the Superyacht industry?

We both worked as stewardesses on super yachts for quite a few years before dreaming of HH 11 years ago. So counting it all together we have been part of the industry for almost 14 years.

What are your biggest accomplishments?

We both believe that achieving balance in life is a huge accomplishment. Being part of a happy family, spending time with great friends, having a successful business, giving back to the community you live in and the larger community we are all a part of, creating a healthy space around you, taking care of the earth and oceans we all depend on...  These are all elements of a lifetime of accomplishments. 

Can you work under pressure?

Yes, fortunately we seem to work better under pressure and we enjoy the challenge it presents.

What is the most difficult situation you have faced?

Difficult situations seem to be part of life on a yacht and in fact life in general, but often the most challenging thing is to keep your cool, stay grounded and be kind. We find that this philosophy can diffuse any heated or difficult situation and change the outcome to a positive one.  Professionally, our difficult situations often stem from supply or logistic issues and this is how we tend to deal with them.

What are your pet hates?

A lack of integrity or honesty is one quality we find particularly hard to deal with. 

Tell me about the last time you felt anger on the job?

It was more disappointment than anger, but we found an awesome supplier of recycled, high quality toilet paper and paper towels that wasn't wrapped in plastic, went through the whole process of adding them to our database and store, figuring out the transport costs to various places in the world and then they went out of business. It's always sad for us to see people with good intentions and good ideas fail to capture the market.

Another thing that is really disappointing to see is well established Eco friendly (cleaning) brands that lose some integrity along the way and then start adding not so ‘green’ ingredients. This never makes sense to us.

What do you enjoy most about your job?

We really love being able to help crew find products that they need and use every day that are of high quality, effective and yet earth and ocean friendly. It makes us happy when crew are satisfied with the results and we feel that we've done our job, whilst caring for our environment.

When did you develop a passion for design?

Laureth has had a passion for design and art since she was just a little girl, always drawing and making things.

Ellen has a love for beautiful, well designed items.

What type of reading do you do on a daily basis?

Besides lots of reading and research on sustainable solutions and new ideas, Ellen enjoys  reading a variety of Dutch books to keep in touch with her heritage and mother tongue.

Laureth also enjoys reading design blogs, yoga and spiritual philosophy books and a few romantic novels from time to time!

Introducing Holistic Hospitality

Can you please tell us about Holistic Hospitality?

We firmly believe that being sensitive and responsible about our impact on the environment is essential to any kind of sustainable life on earth.  Environmental concern is deeply rooted in our personal and business philosophy, and we are passionately committed to cruelty-free development and manufacturing of our products with the least amount of ecological footprint possible. 

We like to educate and create awareness to the seriousness of the decline of our marine life.

All of the products on our site have been selected, sourced and tested with the utmost attention to detail and our principles. Consider us your personal 'responsible' buyer for everything you might need on a yacht, private or charter. We will source biodegradable, natural and where possible organic products, ensure they are delivered in your preferred port of call and be your only contact throughout the entire process to eliminate sometimes challenging dealings with various suppliers.


HH OrganicSpa full range


When was Holistic Hospitality, founded and who are the company directors/ founding members?

The idea and philosophy behind Holistic Hospitality was born in 2005 while we were working on a yacht in the Mediterranean. The owners were very health conscious, but also very concerned about their environmental impact.

This experience as well as our love for the ocean and people really inspired us to work towards making our dream a reality and ultimately making the ocean a greener place.

We understand the time constraints and stresses within the industry, and also the difference that innovative products and tools can make to alleviate these stresses. We wanted to start a company that would benefit both the people living around us and the environment we live in.

Holistic Hospitality

What is the mission statement from Holistic Hospitality?

Luxury and green integrity can go hand in hand.

What makes your brand so unique and what sets you apart from industry peers?

We take a holistic approach when selecting which companies we source our products from - and through this commitment, we aspire to have a positive impact on our environment, the people we work with and our customers. Together we can make a difference. 

Does Holistic Hospitality follow design trends?

Our main focus is on sustainable products with minimum environmental impact and maximum efficiency. 

Holistic Hospitality

How do you choose what pieces/ items to offer?

We choose products based on both our own experience of working on yachts and also by listening to our customers and their needs. We want to make sure we can offer an integrated supply service for super yachts, islands and boutique hotels that will provide plenty of environmentally sound options for day to day products.

What is it like working with Superyacht crew?

We really enjoy the challenges of sourcing products for super yacht crew. Most of the time they are under pressure with huge time constraints and we like to find solutions within the time frame they need them.

Holistic Hospitality

Do you offer guidance and advice for Superyacht owners and crew looking to place an order?

Yes, we prefer to chat with clients to get more of a feel of exactly what is needed before an order is placed. This also enables us to suggest alternatives and new products that might benefit them.

What is the usual delivery time for a standard order?

This all depends on the origin and destination of the products, but we aim for within a week to 10 days if products are ready to ship.

Holistic Hospitality 3 Organic amenities and spa products

Contact Holistic Hospitality Today

Ellen Oerlemans: +27 72 241 5800
Laureth Craggs: +61 406 656 355
Email: info@holistic-hospitality.com
Web site: www.holistic-hospitality.com
https://www.facebook.com/HolisticHospitalityYachtingSupplies
Skype: Holistic-Hospitality
https://twitter.com/HolisticH
https://www.linkedin.com/company/6463251?trk=hp-feed-company-name

 Holistic Hospitality 1

Kylie O'Brien
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Kylie O'Brien

Author, Writer & Founder at The Stewardess Bible
Kylie is an Ex - Superyacht Chief Stewardess, and Hotel Manager from Sydney, Australia. Passionate about sharing information, you can find her typing up a storm in her small home office, or breathing in the cool wind off the North Sea, in Zeeland, Netherlands.
Kylie O'Brien
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Latest posts by Kylie O'Brien (see all)

Don't Be Shy. Get In Touch.

If you are interested in working together, send us an inquiry and we will get back to you as soon as we can!

Kylie O'Brien
Follow Me

Kylie O'Brien

Author, Writer & Founder at The Stewardess Bible
Kylie is an Ex - Superyacht Chief Stewardess, and Hotel Manager from Sydney, Australia. Passionate about sharing information, you can find her typing up a storm in her small home office, or breathing in the cool wind off the North Sea, in Zeeland, Netherlands.
Kylie O'Brien
Follow Me

Latest posts by Kylie O'Brien (see all)

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